Job Description
Context and Background
The NSPCC’s mission is to end cruelty to children. Today, the NSPCC lobbies government on child welfare issues, leads national campaigns and offers front line services support for thousands of vulnerable children. We do this directly and through schools, local safeguarding children’s boards and others, offering support, advice and training. Since 2006, we have run Childline, the telephone helpline and counselling service. With a core staff and thousands of volunteers, the NSPCC remains a central organisation in the fabric of British society, with the welfare, protection and prosperity of children at the centre of everything we do.
Over the next ten years the NSPCC is focusing on three impact goals we believe will make the biggest difference to children’s lives:
1. Everyone plays their part to prevent child abuse
2. Every child is safe online
3. Children feel safe, listened to and understood
Our strategy has teamwork at its heart. Everyone has a role to play, and we want many more people to play a part in protecting children.
The Data and Analytics Hub have developed a new ambitious data and analytics strategy to transform the NSPCC into a leading data-driven organisation at the forefront of preventing child abuse and neglect through the collective insights of our data. The Supporter Data Operations team is a team of 15 sitting within the Data and Analytics Hub that process all the fundraising data coming into the society from numerous and diverse sources and maintains and trains staff on our supporter data systems..
Our Supporter Centricity programme aims to transform our relationship with our supporters and as part of this programme we are bringing together all of our key data systems and processes. This role will bring extra capacity to the busy Database Training, Support, and Governance team. Straddling BAU and project work, the postholder will maintain a high standard of support for users of our existing systems as well as supporting the delivery of our ambitious transformation programme.
Job purpose
The key aspects of the role are:
· User support – Provide a high level of support for all Raiser’s Edge users
· Translate business needs into technical deliverables – Work with stakeholders to understand their needs and deliver supporting work to contribute to technical solutions that meet business needs.
· Process Development & Documentation – Ensure that new business database processes are documented and end-to-end impacts are understood. Support on the production of training resources
· Migration support – Complete data cleansing, analysis, and manipulation as required
Key relationships - Internal
· Reports to the Database Training and Support Manager
· Works closely with the Supporter Data Operations, Income Generation and Supporter Centricity teams
· Builds and maintains working relationships with other teams across the Society as necessary
Key relationships - External
· Works with our implementation partner on implementation of Salesforce
Main duties and responsibilities
· Act as a first line of support for Raiser’s Edge users with BAU queries on a day-to-day basis. Provide clear communication and support, adjusting communication style based on the needs of the user
· Proactively take steps to improve business support and information systems that affect fundraising activities and staff through understanding how information and business processes are used, evaluating their effectiveness and efficiency on an on-going basis and making recommendations for and implementing improvements.
· Support the transformation and migration of all sources of supporter data and systems that will form part of the new platform solution, working with our subject matter experts and suppliers.
· Carry out testing of deployed solutions in the new Salesforce environment as part of User Acceptance Testing
· Develop effective internal relationships. Understand business challenges and opportunities, translating business needs into technical articulations
· Keep up to date on best practice and developments within the charity sector generally and particularly changes to fundraising regulations and codes of practice.
· Work flexibly between BAU and project work, shifting focus according to the needs of the organisation
Responsibilities for all Staff within the Technology & Data Directorate
· A commitment to safeguard and promote the welfare of children, young people and adults at risk.
· Actively participate in regular department and team meetings, contributing to strategy, discussions and decisions which will be beneficial to the NSPCC’s Technology & Data activities
· Maintain an awareness of own and others’ health and safety and comply with the NSPCC’s Health and Safety policy and procedures
· Take personal responsibility for keeping up to date with NSPCC’s work to end cruelty to children, including securing updates on project and service developments and general NSPCC news
· Keep up to date with emerging technologies and evaluate whether they could be deployed to the benefit of the Society
Person specification
1. Excellent communication skills, able to understand interpret and present complex information in a clear way for a wide range of audiences. Skilled at translating technical information for a non-technical audience
2. Successful experience of providing high levels of user support in a busy environment for Raisers Edge
3. Excellent interpersonal skills with the proven ability to work well within a cross functional team. Has a proven track record of leading, working with and through other teams and departments to achieve results
4. Excellent decision making skills; objective, data-driven, user-focussed and balanced to best meet many competing demands
5. Ability to identify and devise creative solutions and opportunities and to research and evaluate their viability in order to achieve desired outcomes
6. An ability to organise and plan own work, identifying conflicting demands and establishing clear priorities in order to meet agreed objectives.
7. Knowledge of Salesforce in a non-profit environment is desirable
Safer Recruitment
As an organisation, we are committed to creating and fostering a culture that promotes safeguarding and the welfare of all children and adults at risk.
Our safer recruitment practices support this by ensuring that there is a consistent and thorough process of obtaining, collating, analysing and evaluating information from and about candidates to ensure that all persons appointed are suitable to work with our children and adults.
The recruitment and selection of our people will be conducted in a professional, timely and responsive manner and in compliance with current employment legislation, and relevant safeguarding legislation and statutory guidance.
Our principles:
· Always seek to recruit the best candidate for the role based on merit including their skills, experience, motivation and competencies. Our robust recruitment and selection process should ensure the identification of the person best suited to the role and the organisation.
· Committed to diversity and equality of opportunity and will interview all applicants (internal and external) who self-declare at application as having a disability and who meet the minimum requirements in the person specification of the vacancy they are applying for.
· We will make reasonable adjustments at all stages of the recruitment process in order to enable successful candidates who declare disabilities to start working or volunteering their time with us.
· Any current member of staff or volunteer who wishes to apply for vacancies and is suitably qualified will be considered and addressed fairly and objectively based on their merit.
· As an organisation committed to safeguarding, we will ensure all under 18’s joining the organisation will have ongoing risk assessments to ensure their role and activities are safe and appropriate.
· All documentation relating to candidates will be treated confidentially in accordance with the GDPR legislation.